Engage Customers with Service Cloud

Einstein 1 Platform

• Provide a 360-degree view of customers and their past preferences from multiple channels. The platform includes agent productivity tools and routing features so customer cases automatically go to the right agent, at the right time, from anywhere, on any device.
  
• Push agents relevant knowledge from across your organization, including key articles, topics, and advice from your product experts.
  
• Allow agents to see customers’ histories to check on service agreements and to offer personalized incentives and special offers.
  

Service Cloud Messaging

• Let your company have conversations with customers in ways that are most convenient for them—on their mobile devices using messaging apps, such as SMS text messaging and WhatsApp.
  
• Power conversations with Einstein Bots to automate service or agents can connect instantly with a customer to give them the personalized help they might need.
  

Salesforce Self-Service

• Build branded sites that let customers help themselves, anytime, on any device, without the assistance of an agent.
  
• Add self-service web portals to help customers connect with each other for insights, access knowledge, and interact with chatbots to find the right resources or get redirected to the right agent for immediate service.
  

Messaging for In-App & Web

• Offer real-time support to your customers with web or in-app chat. Quickly connect customers to agents by adding chat buttons on your web pages or mobile app and sending automatic chat invitations to customers as they browse your website or self-service web community.
  
• Increase agent productivity with sneak peaks at what customers type, prepared answers to common questions, and live coaching from supervisors.
  

Einstein for Service

• Put artificial intelligence (AI) into routine service interactions, especially for Einstein Bots on digital channels like web chat, SMS messaging, or voice activated devices.
  
• Connect Einstein Bots to existing business processes for more intelligent service automation.
  
• Save agents time by using machine learning to surface the best responses and knowledge from past cases and conversations. Let Einstein analyze incoming cases to automatically predict fields so that the right agents can handle specific requests faster.
  

Service Console

• The Service Console is a centralized interface that lets agents see all relevant information about customers and helps them respond to cases across multiple channels, simultaneously.
  
• The console integrates with productivity tools, routing mechanisms, useful knowledge, predictive intelligence, data from other systems, and more to provide a unified workspace to support customers on any device, from any location, across any channel.
  
• All service features and channels connect with the console. And, since the console is a Lightning app, it’s easy to customize and scale with components and drag-and-drop tools.
  

Salesforce Mobile app

• Salesforce Mobile app is for customer service on the go, and it’s available on both iOS and Android devices.
  
• The app gives you real-time access to the same case and customer information that you see on the console but is organized for getting work done from your mobile device.
  

Omni-Channel

• Omni-Channel routes any type of incoming work item to the most qualified, available support agents in the console. Monitor agent workloads and the status of work items routed by Omni-Channel.
  
• Agents can raise flags on work items when they need assistance from a supervisor, and supervisors can monitor conversations between agents and customers, and send helpful messages that only the agent sees.
  
• Supervisors can also respond to incoming support requests by changing queues as needed and can update agent skills quickly.
  

Service Cloud Voice

• Service Cloud Voice integrates phone call capabilities with your customer data and digital channels. Whenever a customer calls, they are connected to the right agent at the right time, and your agents have all the context they need to assist customers faster.
  
• No more time spent searching, scrolling, or clicking for information about a customer. Launch AI-driven recommendations with real-time transcriptions that free up agents to focus on the customer.
  

Email-to-Case

• Email-to-Case automatically converts emails sent to an address you specify to cases in the console.
  
• Email exchanges between customers and agents are tracked to see history and sentiment and lead to the quickest resolution.
  

Web-to-Case

• Web-to-Case lets you add a submission form on your website so that customers can submit cases directly to the console for agents.
  
• Since you choose the case fields on the form, any workflows, assignments, and responses are automatically triggered.
  

Experience Cloud Sites

• Sites help you share information and collaborate with customers, partners, or employees. Whether you call it a self-service web portal, a help forum, a support site, or something else, an online community lets your agents share approved content and connect with others from the console.
  
• Use easy point-and-click tools with Lightning templates to create branded collaboration spaces for various business purposes.
  

Messaging

• Messaging lets customers start conversations with your company by sending texts to your designated phone number or sending Facebook Messenger messages to your Facebook page. Incoming messages are displayed in the console, where agents can accept messages and start chatting.
  
• Agents can also proactively reach out to customers on these channels to keep them updated or use automation to send customers messages when Salesforce records change, such as when cases are closed.
  

Einstein Bots

• Einstein Bots are applications that simulate human conversation, either aloud or from text message. Instead of having a conversation with an agent, customers can have a conversation with a computer integrated with an AI technology called Natural Language Understanding (NLU).
  
• Whether through typing or talking, a chatbot can connect with a customer to answer routine questions, leaving agents more time to help customers with more complex questions or problems.
  

Einstein Case Classification

• Einstein Case Classification uses predictive intelligence on new cases to recommend or populate picklist and checkbox field values based on past data. It uses machine learning, AI technology that determines the values on case fields, to free up time for support agents.
  
• More time for support agents means more time spent making customers happy and delivering exceptional experiences.